Cisco Cisco Customer Voice Portal 8.0(1)
After the Unified CVP VB RNATimeout expires, the VB/AS/PG sends an
EventReport=NoAnswer to the router. The router picks another target according to the
routing script and sends the Connect message to Unified CVP. The target might be another
agent or it might be a VRU label to requeue the call. When the call disappears from the first
agent, he is put in Not Ready state, due to the expiration of the No Answer Timeout in the
desk setting.
EventReport=NoAnswer to the router. The router picks another target according to the
routing script and sends the Connect message to Unified CVP. The target might be another
agent or it might be a VRU label to requeue the call. When the call disappears from the first
agent, he is put in Not Ready state, due to the expiration of the No Answer Timeout in the
desk setting.
Note: Do not set the No Answer DN in the desk setting, because this is a global Unified
ICME setting for all scripts, and may not be suitable for all scripts depending on the complexity
of the deployment. Instead, each script should have the X path of the queue node set
appropriately for each script.
ICME setting for all scripts, and may not be suitable for all scripts depending on the complexity
of the deployment. Instead, each script should have the X path of the queue node set
appropriately for each script.
•
Enable Requery on the node in the script that selects the first agent. Depending on the type
of node used, the Requery mechanism will select a new target from the available agents or
will require additional scripting. The
of node used, the Requery mechanism will select a new target from the available agents or
will require additional scripting. The
(http://www.cisco.com/en/US/products/sw/
custcosw/ps1844/products_user_guide_list.html) describes how Requery works for the
different nodes.
different nodes.
In most cases Unified CCE will use the Queue node. The Queue node requires additional scripting
to handle the requeuing of the call in front of the queue. The script example below provides a
standard way of handling this.
to handle the requeuing of the call in front of the queue. The script example below provides a
standard way of handling this.
The Queue node selects the longest available agent from the skill groups configured, if there is
an available agent. If there is no available agent, it queues the call with a priority set in the node
(refer to the following screen shot) and continues down the success exit of the node. When an
agent becomes available, Unified ICME always selects the longest queued call from the ones
with the highest priority. When the Queue node connects the call to an agent and the agent does
not answer the call, Unified CVP Ring-No-Answer timeout will expire, causing the Requery
mechanism to kick in.
an available agent. If there is no available agent, it queues the call with a priority set in the node
(refer to the following screen shot) and continues down the success exit of the node. When an
agent becomes available, Unified ICME always selects the longest queued call from the ones
with the highest priority. When the Queue node connects the call to an agent and the agent does
not answer the call, Unified CVP Ring-No-Answer timeout will expire, causing the Requery
mechanism to kick in.
Configuration and Administration Guide for Cisco Unified Customer Voice Portal Release 8.0(1)
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Chapter 12: Transferring and Queuing Calls with Unified CVP
Configuring Unified CCE Re-route On No Answer for Unified CVP